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Client Services Jobs

Team Lead, Client Operations

Cotality

Rochester, New York

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JOB DETAILS
SKILLS
Business Strategy, Change Management, Coaching, Customer Relations, Customer Support/Service, Ecosystems, Establish Priorities, High School Diploma, Interpersonal Skills, Inventory Management, Leadership, Loan Operations, Loan Servicing, Mentoring, Offshoring, Operations Management, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Process Improvement, Production Management, Purchasing/Procurement, Real Estate, Risk, Service Level Agreement (SLA), Team Lead/Manager, Time Management, Transaction Processing/Management, Writing Skills
LOCATION
Rochester, New York
POSTED
2 days ago
At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

Position Overview

We are seeking a Team Lead, Client Operations to drive team success and oversee daily operational workflows within our dynamic loan-servicing environment. This role perfectly balances people leadership with operational oversight. You will manage Tax Payment Verification (TPV) and procurement workflows, coordinate onshore and offshore resources, and ensure our team consistently meets service level, quality, and compliance expectations.

Key Responsibilities

  • Workflow & Inventory Management: Oversee TPV and procurement inventories; prioritize and balance workloads to maintain consistent throughput and eliminate backlog risks.

  • Team Leadership & Mentorship: Train, mentor, and monitor the daily and weekly SLA performance of onshore team members and offshore vendors.

  • Escalation Resolution: Act as the primary point of contact for complex or time-sensitive TPV and procurement issues, engaging directly with external agencies and third-party stakeholders for resolution.

  • Client & Strategic Liaison: Serve as the operational face of the team in client meetings, champion process improvement initiatives, and align daily workflows with broader corporate strategies.


Job Qualifications:

Education & Experience

  • 6+ years of progressive experience in operations, loan servicing, or client services.

  • High School Diploma or GED required; Bachelor's degree preferred.

  • Demonstrated experience managing hybrid operational models, including coordinating work across internal teams and offshore vendor partners.

Leadership & Operations

  • People Leadership: Proven ability to influence, motivate, train, and mentor team members.

  • Workflow Management: Strong capability to plan, prioritize, and delegate daily team activities under tight timelines.

  • Performance Tracking: Experience managing production queues and compiling performance reports for senior management.

  • "Player-Coach" Mindset: Willingness to step into daily processing, handle transaction-level work, and engage external agencies to resolve high-risk exceptions.

Skills & Competencies

  • Communication: Exceptional verbal and written skills, with the confidence to lead formal client meetings.

  • Organization: Excellent time management skills to balance personal deliverables with team performance metrics.

  • Change Management: Strong relationship-building skills with a track record of driving team agility and quality enhancements.

#LI-RS1

Annual Pay Range:
45,600 - 62,400 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights, depending on role classification, include:
  • Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
  • Family Support: Up to 16 w

About the Company

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Cotality

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